Customer Experience Measurement and Action Planning Special Interest Group Web Meeting 

Creating Cross-Functional Alignment with a CX Framework and Linking CX Metrics to Organizational KPIs 
March 18, 2021 09:00 AM - 12:00 PM 
Learn new ideas for enhancing and optimizing the value of your organization's customer listening and experience improvement efforts through discussion and practice-sharing with fellow practitioners. 

The health and safety of our members is the UWEBC’s top priority. UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on campus' guidance, this meeting will be held via web only to allow our members a convenient and safe way to attend.

At this session, we'll compare participating organizations' approaches and practices with respect to two CX measurement topics identified as being of high interest to participants at our July, 2020 Kickoff meeting.

  • Connecting a CX framework to the organization to foster cross-functional alignment
  • Linking CX metrics to organizational KPIs and determining drivers

Jim Tincher, "Mapper-in-Chief" at CX strategy advisory firm Heart of the Customer – and author of How Hard Is It to Be Your Customer? – will be our special guest for this session. Jim will share insights from his experiences working with many organizations around tying CX metrics to business KPI's. Following Jim's talk, Monica Pastrana, Manager of Business Transformation at UWEBC member company WPS Health Solutions will discuss strategies and approaches she and her team have used to align the company's CX program/framework with stakeholders across the organization. Afterwards, you'll have the opportunity to gain additional insight by discussing and comparing practices/experiences with respect to CX alignment and linkage to organizational KPI's with fellow participants from other companies in facilitated breakout discussions.

Who Should Attend: Participation in this SIG is by invitation only and is limited to those with responsibility for, or direct involvement in collecting, analyzing Voice of Customer, behavioral and/or operational data for enabling their organizations to take action based on insights derived. All participants are required to register. To learn more about the Customer Experience Measurement and Action Planning SIG or to register, please contact Roger Paulson.

Agenda Items:
9:00 AM Opening Remarks and Plan for the Morning
  Roger Paulson – UWEBC Customer Service Practice Director
9:15 AM Member Practice Spotlight: WPS Health Solutions
  Monica Pastrana – Manager, Business Transformation
9:55 AM SME Insight: Heart of the Customer
  Jim Tincher – Mapper-in-Chief
10:40 AM Break
10:50 AM Breakout Discussions Introduction and Instructions
  Roger Paulson – UWEBC Customer Service Practice Director
11:00 AM Breakout Discussions (Member Practice Sharing)
11:55 AM Closing Remarks and Wrap-Up
12:00 PM Adjourn
Events Team, , 


UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on the campus’ guidance, the UWEBC will be adjusting our events to web for the foreseeable future..

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